WinDetta Casino - Il ritiro del giocatore è ritardato da WinDetta Casino.

Dear Sir/Madam,

I would like to make a complaint about Windetta Casino.

The issue concerns a payout of 500 Euros.

The payout was requested on November 24, 2023, at 19:57:33 hours.

Firstly - My account has been successfully verified.

After requesting the withdrawal and contacting the live chat to inquire about the timeframe, they informed me that I was supposedly sent an email from KYC@Windetta, which I never received.

They asked me to provide documents that include an ID and a picture of me, which I am supposed to send via email to KYC@Windetta.

I have done this and to date, I have not yet received a response from KYC.

Upon continuously reaching out to the live chat, I receive responses such as: "The finance department processes requests every day from 9:00 to 18:00 GMT+3. All inquiries are considered on a first-come, first-serve basis. Everything depends on the workload."

I highly doubt that I will receive my payout despite meeting all the requirements.

I hope that you can assist me with this matter.

Sehr geehrte Damen & Herren,

ich möchte hier eine Beschwerde über das Windetta Casino einreichen.

Es geht um eine Auszahlungssumme in Höhe von 500,- €.

Die Auszahlung wurde am 24.11.2023 um 19:57:33 Uhr beantragt.

Vorab - Mein Konto wurde erfolgreich verifiziert.

Nachdem ich die Auszahlung beantragt habe und den Live-Chat kontaktiert & gefragt habe, wie lange es dauern kann, schrieben Sie mir, dass ich "Angeblich" eine E-Mail vom KYC@Windetta erhalten haben soll, was ich nie erhalten habe.

Die verlangen von mir Dokumente mit einem Ausweis und mich als Person daneben, die ich per E-Mail an KYC@Windetta senden soll.

Dies habe ich auch getan und bis zum Heutigen Dato noch keine Antwort vom KYC erhalten.

Nachdem ich öfters den Live-Chat angeschrieben habe, kommen folgende Antworten: "Die Finanzabteilung bearbeitet Anfragen täglich von 9:00 bis 18:00 Uhr GMT+3. Alle Anfragen werden nach dem Prinzip „Wer zuerst kommt, mahlt zuerst" berücksichtigt. Es hängt alles von der Arbeitsbelastung ab."

Ich bezweifle es sehr, dass ich meine Auszahlung trotz aller Anforderungen nicht erhalten werde..

Ich hoffe, Sie können mir weiterhelfen.

Dear Ronnie,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.

That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, please, let us know and we will intervene and try to help you.

Thank you in advance for your patience and understanding.

Best regards,

Petronela

Hello,

I understand what you mean.

The reason I have such concerns is the negative experiences of other players that I have read in various forums, which is why I have lodged a complaint.

This was confirmed to me, among other things, by the live chat and the email from KYC not being received.

I can happily wait 14 days.

Best regards

Ronnie

Addendum: November 27, 2023 9:55 a.m. - Payout has just been approved. The case can be closed.

Hallo, 

Ich verstehe, was Sie meinen. 

Warum ich solche Bedenken habe, sind die negativen Erfahrungen von anderen Spielern, die ich in verschiedenen Forum gelesen habe, weshalb ich zu einer Beschwerde eingegriffen habe. 

Dies bestätigte mir unter anderem auch aufgrund des Live-Chats und der nicht erhaltenen E-Mail vom KYC.

Ich kann gerne 14 Tage warten. 

Liebe Grüße 

Ronnie

Nachtragt: 27.11.2023 09:55Uhr - Auszahlung wurde gerade genehmigt. Der Fall kann geschlossen werden.

As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, Ronnie, for your cooperation and confirmation, and please don’t hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Petronela

Casino.Guru